- Request for Resolution and Compensation for Internet Service Issues ^Open

PRASANT KUMAR RAI filed this complaint against Reliance Jio Fiber on Nov 19, 2024

I am writing to formally express my concerns regarding the issues I have been facing with your internet service and the lack of effective support for customers like me. Below are the points I would like to highlight:

Delay in Service Restoration:
Your company does not allow even a day’s delay beyond the due date for payment, yet when I register a complaint about internet service disruption, it takes up to two days for restoration. This month alone, I lodged complaints three times, and the internet was non-functional for a total of five days. Who will compensate for the loss of service? I request either a refund for the five days of non-functional service or an equivalent extension of my subscription.

Accessibility Challenges for Customers with Special Needs:
I have undergone oral cancer surgery and, like many others with similar conditions, face significant difficulties in speaking. Despite this, your support team repeatedly insists on phone calls for verifying addresses and resolving issues. This is extremely inconvenient and stressful. Have you considered the challenges faced by customers who cannot communicate verbally? I urge you to create an efficient, chat-based system for such cases to ensure seamless support.

Inadequate Complaint Registration Systems:
Your Jio app lacks a direct and user-friendly system for registering complaints. Additionally, the toll-free number is filled with promotional messages, and there seems to be no effective mechanism for resolving grievances promptly. Why should customers endure such poor service? I have even recorded a video showing the flaws in your complaint process.

The combination of these issues has caused me immense mental and emotional distress. As a cancer survivor, I already deal with significant challenges, and the added stress of unreliable service and unresponsive support is unacceptable.

I believe your company needs to take responsibility for these shortcomings and offer a resolution. Otherwise, I may have to escalate this matter legally, with claims amounting to at least ₹**,**,*** for the inconvenience caused due to negligence and insensitivity. I also suggest you try observing a “silent day” and attend work without speaking to understand the challenges faced by customers like me.

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